Elevate Performance, Improve Transparency, and Prepare For Long-Term FM Optimization

This industry highlight addresses a key area of opportunity within facilities management (FM) that enable an organization to elevate performance, improve transparency, and prepare for long-term optimization of their commercial real estate portfolio. These strategic tools outline focus areas for assessing the value of a self-performed FM program when compared to the value of an outsourced approach. Each element can be explored and evaluated to offer insight into making the best decision for your organizational goals and real estate portfolio.

• Data Tracking & Analytics Capture comparative insight to support sound decision making and long-term planning

• Governance & Reporting Provide a structure for collaborative oversight and strategic planning related to FM operations

• Innovative Strategies Support environmental and workplace goals to foster a brighter tomorrow

Key Elements for FM Program Evaluation

Financial Modeling & Cost Baseline Assessment

Purpose:

To provide comparative insight into the financial implications of self-performed vs. outsourced FM models

Key Components:

• Baseline Cost Assessment: Develop current-state operating cost profiles by site (labor, vendors, equipment, admin overhead)

• Comparative Model: Illustrate projected costs under a managed or hybrid FM model

• Sample Line Items to Include:

  • FM labor (direct and indirect)

  • Soft services (janitorial, mail room, reception)

  • Hard services (MEP, building engineer, preventive maintenance)

  • Technology (CMMS, licensing, support tools)

  • Vendor markup potential (if applicable)

Documentation:

Three-year side-by-side model showing total cost, efficiency gains, and projected savings, to include assumptions and inflation/escalation factors

Performance Dashboard & KPI Recommendations

Purpose:

To establish a standard for measuring FM performance and creating transparency across multiple sites

Core KPIs:

• Work Order Completion Rate (Response/Resolution Time)

• Customer Satisfaction (via post-work survey or quarterly feedback)

• Preventive Maintenance Compliance

• Energy Consumption per SF

• Cleaning SLA Compliance

• Open Items / Deferred Maintenance Backlog

Dashboard Features:

• Site-by-site reporting with trends

• Traffic light indicator (green = on track, yellow = at risk, red = off track)

• Updated monthly with quarterly summaries for senior leadership

Documentation:

Leverage technology platform such as ServiceNow, Tableau, or custom dashboard linked to FM ticketing and work order systems

Portfolio Risk Assessment & Maturity Model

Purpose:

To evaluate your current FM model and identify areas for growth

Assessment Categories:

• Operations Management: Are processes consistent and well-documented?

• Workforce Strategy: Is there a skills gap or over-reliance on individuals?

• Technology: Are systems like CMMS, access control, or dashboards effectively integrated?

• Strategic Planning: Are capital needs forecasted and updated annually?

• Governance: Are performance reviews and escalation structures clearly defined?

Maturity Levels:

• Reactive Reliant on individual knowledge, limited data

• Defined Documented practices, some performance tracking

• Integrated Coordinated staffing, vendor, and planning model

• Optimized Predictive operations, tech-enabled, benchmarked

Documentation:

Evaluate scores on a 1–4 scale per category to develop a road map that will advance program maturity level

Governance Framework

Purpose:

To provide a structure for oversight and decision-making related to FM operations

Key Components:

• FM Governance Committee: cross-functional group (facilities, real estate, IT, procurement, finance)

• Cadence:

• Monthly Operating Reviews (service performance, financial)

• Quarterly Strategic Reviews (portfolio, staffing, technology)

• Decision Rights Matrix: who approves budgets, staffing changes, vendor transitions

• Issue Resolution Path: direct escalation process from FM staff > leadership > governance committee

Documentation:

Charter document outlining scope, authority, and key outcomes

Sustainability & ESG Strategy (FM-Aligned)

Purpose:

To position FM strategies as a key enabler of your environmental and workplace goals

Focus Areas:

• Energy Efficiency:

  • LED retrofits, occupancy sensors, smart HVAC scheduling

  • Benchmark with Energy Star Portfolio Manager

• Waste Reduction:

  • Expand recycling and composting programs.

  • Quarterly waste audits and vendor reporting

• Wellness & Indoor Air Quality:

  • Filter upgrades, air quality sensors, plant installations

  • Consider WELL Building Standard for HQ

Documentation:

Data tracking on energy use, waste volume, and IAQ metrics for sustainability reporting

CFS is committed to excellence, transparency, and cost-effectiveness. Our centralized management model, combined with best-in-class providers and cutting-edge technology, delivers unparalleled consistency and quality. With CFS, you can focus on your core business while our people handle your place of work.